At Voiceteam, I monitored staffing, attendance, breaks, lunches, and schedule adherence for a campaign of 100+ agents. I identified schedule exceptions and staffing gaps and shared findings with supervisors and team leaders.
I tracked Service Level, Average Handle Time, Average Speed of Answer, occupancy, and adherence using Genesys Cloud and advanced Excel. I also updated and validated workforce data, analyzed operational trends, and developed dashboards and performance scorecards in Excel and Power BI.
Before taking on Real-Time Analyst and Data Analyst responsibilities, I supported telecommunications customers through live chat at Voiceteam and assisted customers with transactions and inquiries at Vimenca. I work in Spanish and English.
